1 reviews | Active since Aug 2016
Santam cellphone claim *** - ASSESSOR appointed? Am I a ********???
We have had our Santam policy managed by FNB Wealth Insurance brokers for the past 18 years! Our monthly premium is in excess of R7000. I submitted a cellphone claim ons Thursday with my insurance broker with all supporting documents. The broker confirmed that the claim was only registered the following morning and that they could not guarantee a final outcome by close of business. I received a phone call from a Santam representative that an assessor had to be appointed??? For a CELLPHONE claim, the replacement value is in excess of R20 000, however the damage report issued by the IStore noted that the unit could not be repaired due to water damage (the cellphone accidentally ended up in a washing machine, a mistake that many people has made) the cellphone IMEI number was quoted and the salvage is in my possession as noted on the claim form. My broker is useless as they were going to escalate the claim, the Santam representative assured me that he would escalate and advise and by Close of business Friday. I followed up with the number provided via sms and was advised that although my claim was registered Friday morning an assessor would only be appointed the following week? Needles to say I am still awaiting feedback from the Santam represantive whom would have provided feedback regarding escalation.
AM I A ******** THAT AN ASSESSOR HAS TO BE APPOINTED TO SUBSTANTIATE A CELLPHONE CLAIM?
pathetic service from both broker and insurer.
After 18 years we will defiantly be considering alternative insurer options! Discovery Insure can defiantly expect a phone call!
Disgusted!
Thank you for your post above.
We are really sorry to hear about your frustration and inconvenience caused.
We do understand the urgency of the matter and you wanting the claim finalized as soon as possible.
We cannot comment on the actions of the broker as they are not in our employee, however in respect of the claims process each and every claim gets segmented according t certain criteria, in this instance the value of the claim determined the segmentation that an assessor had to be appointed.
We note the date of incident noted at 12/11 and claim registered with Santam Friday 22/11 at 08h25.
We will however request the appointed assessor to expedite the process and ensure the matter is finalized asap.
Kind regards
Stephan Olivier
Client care media manager
Thank you for your post above.
We are really sorry to hear about your frustration and inconvenience caused.
We do understand the urgency of the matter and you wanting the claim finalized as soon as possible.
We cannot comment on the actions of the broker as they are not in our employee, however in respect of the claims process each and every claim gets segmented according t certain criteria, in this instance the value of the claim determined the segmentation that an assessor had to be appointed.
We note the date of incident noted at 12/11 and claim registered with Santam Friday 22/11 at 08h25.
We will however request the appointed assessor to expedite the process and ensure the matter is finalized asap.
Kind regards
Stephan Olivier
Client care media manager
Thank you fro your reply.
Please note the following:
1. I submitted the completed claim for and relevant supporting documents on Thursday 21 November 2019, the reason for the delay as noted the loss occurred while we were in New York.
My daughter was subsequently admitted to hospital with a blood clot and also delayed the submission process.
2. A cellphone claim is straight forward and escalation was requested however the assessor was only appointed today the 25th of November although claim was registered at 8H25, 22 November. Escalation should have ensured that the assessor was appointed on the 22nd of November.
I would like to thank Wiseman Madwe with whom I followed up today. He was extremely helpful and kept to his commitment to have the claim finalised today.
Best
Thank you fro your reply.
Please note the following:
1. I submitted the completed claim for and relevant supporting documents on Thursday 21 November 2019, the reason for the delay as noted the loss occurred while we were in New York.
My daughter was subsequently admitted to hospital with a blood clot and also delayed the submission process.
2. A cellphone claim is straight forward and escalation was requested however the assessor was only appointed today the 25th of November although claim was registered at 8H25, 22 November. Escalation should have ensured that the assessor was appointed on the 22nd of November.
I would like to thank Wiseman Madwe with whom I followed up today. He was extremely helpful and kept to his commitment to have the claim finalised today.
Best
Thank you for your response.
I do understand your frustration and I am sorry to hear about your daughter's illness.
We will ensure the necessary recognition is given to Wiseman in respect of service given.
We can confirm the assessor has sent the agreement of loss to your broker for signage and completion and upon receipt payment will be requested by Wiseman.
Kind regards
Stephan Olivier
Client care media manager
Thank you for your response.
I do understand your frustration and I am sorry to hear about your daughter's illness.
We will ensure the necessary recognition is given to Wiseman in respect of service given.
We can confirm the assessor has sent the agreement of loss to your broker for signage and completion and upon receipt payment will be requested by Wiseman.
Kind regards
Stephan Olivier
Client care media manager